Transfer to number frominbound call-flow commuted to internal transfer

Genesys Cloud Applications Architect
1

Hi all
I explain you a behaviur to decide if it's a feature or a defetct :slight_smile:
In our call-inbound application we need to transfer to agent's primary voice number if it's not logged in Genesys cloud, via "transfer to number" block,
The problem is that the call is routed to its voice mail, like an internal call or "transfer to agent" action! Any suggests?

Thanks
Luca

2

That behavior sounds expected. If you transfer a call to an agent, via extension or transfer to agent step, if the agent doesn't answer it will roll to voicemail. What behavior were you expecting if the agent doesn't answer?

3

It sounds correct if I you try to transfer on the extention, but I use the phone number, no extentions are configured but however the call is transfered in Genesy Cloud and not externally

4

Customer Care gave me an explain: if the telephone number is configured in one of the work field, the transfer is changed from extgernal to agent

5

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